What you need to know Location: Hemel Hempstead or Camberley Start date: March 2025 Contract Type: Permanent Our apprenticeships BAM UK and Ireland is recruiting an IT Service DeskApprentice. A BAM apprenticeship is a full time earn and learn position and this position will be based in the UK at one of our regional offices in Hemel Hempstead or Camberley with potential for some hybrid working once training has been completed. Some travel may be required within the UK. What you'll be doing? The IT Service Desk Apprentice will report directly to the IT Service Desk lead and will be responsible for delivering a consistent and efficient service desk experience across the UK & Ireland. You will learn to provide technical support, diagnose and troubleshoot hardware and software issues and assist end-users with their IT related enquiries and deliver excellent customer service. In this role you'll learn to; Provide first level support to end users via telephone, ITSM tool or in person addressing IT related issues promptly and effectively. Troubleshoot hardware, software and network issues. Create, update and track tickets in the ITSM tool accuratley Prioritise and manage a queue of tickets adhering to agreed Service Level Agreement (SLA) timescales. Communicate technical resolutions to non-technical users in a clear and understandable manner. Provide timely updates to end-users on the status of their ticket and ensure they receive excellent customer service. Install, configure and maintain desktop hardware, software and peripherals as required Contribute to team meetings, share insights with your colleagues and participate in continuous improvement initiatives. Full training will be provided by your workplace mentor and from the apprenticeship provider What you'll need Academic Requirements GCSE English (or equivalent) - grade 4 We are looking for someone who is passionate about technology and learning new skills to be able to build a good understanding of key technologies. Excellent communication skills are an essential requirement and the ability to communicate with people on all levels as you will be dealing with key stakeholders, end users and 3 rd party service providers on a daily basis both via the telephone and face to face. You'll need the ability to work in a team to develop and maintain strong customer service values You must be able to maintain a high standard of professionalism and empathy and ensure all interactions leave the customer feeling valued and supported. What's in it for you? You will work towards L3 IT Solutions Technician apprenticeship and will spend one day a week completing online training, self studying or completing other off the job activities for your apprenticeship. We will partner with an experience training provider to guide and support you through your learning. The length of this apprenticeship is 18 months. In addition to a competitive salary and benefits package, we provide continuing development opportunities within a creative and considerate work environment. BAM is committed to equality of opportunity in all its employment practices, and to developing family friendly policies that support work-life balance. BAM benefits (online shopping discount platform) Volunteering days Wellbeing days Generous holiday allowance including additional holiday purchase scheme Annual salary review EAP (Employee assistance programme) Mental Health & wellbeing programme As well as working in alignment with our values of being collaborative, reliable, inclusive, and taking ownership of your work, we will look to understand your personal values, your potential and development areas for the role